Technology - Desktop Support Specialist, Associate, Hong Kong

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Morgan Stanley
  • 16 Jan 18 2018-01-16

See job description for details

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

The Advisory Floor Support works with consultants in the team and reports to the Service Manager to maintain the stability and safety of the technology environment for the business units. Business unit coverage of the role includes:

- Investment Banking Division
- Global Capital Market
- Private Wealth Management
- Research
- Investment Management
- Firm Management

Responsibilities of the position includes but is not limited to the followings:

- Coach and provide technical/procedural guidance to consultants
- Perform impact analysis for business and IT events
- Perform root cause analysis and remediation on recurring issues
- Safeguard stability of desktop environment
- Engage other silos in IT for escalation of unresolved problems
- Act as a liaison between business units and other IT silos
- Measure support capacity and operations through metrics, reporting and auditing
- Identify opportunities for automation and efficiency enhancement
- Build strong relationships with stakeholders in IT silos and business units
- Co-ordinate regionally and globally on projects and initiatives
- Manage and communicate IT incidents to stakeholders in business units and impacted populations
- Co-ordinate and communicate product deployment and policy rollout with stakeholders
- Create and maintain support documentations
- Allow flexible working hours including after-hours and weekend
- Work closely with Service Manager to maintain and improve the service level of the team


Bachelor's Degree with 3 to 5 years of relevant experience as IT support specialist.

- Strong leadership and interpersonal skills
- Excellent analytical and problem solving skills
- Excellent verbal and written English communication skills; ability to frame technical information appropriately to address different target audience
- Strong mindset of Information Security and IT Security
- Strong sense of ownership; must take initiative and follow through issues from beginning to end
- Strong customer service mindset and skills
- Able to operate effectively in stressful situations, e.g. during a system outage affecting critical systems and high-level users. Ability to deal with users effectively and calmly in crisis situations
- Proven ability to work independently with little supervision as well as in a team environment
- Proven track record to work with regional and global partners
- Previous experience in business unit engagement
- Project co-ordination or management experience
- Comprehensive knowledge of Windows operating system, applications and computer hardware
- Understanding of ITIL terminology and workflows
- Good knowledge of investment banking industry
- Chinese reading and Mandarin/Cantonese speaking is definitely a strong advantage